Bonding Through Hard Times

What I wouldn't give to be in San Francisco right now. Macworld 2009 kicked off without Steve Jobs but Phil Schiller did an admirable job of showing off the latest from Apple, so says a friend of mine who is there.

Rather, I talked for a good 90 minutes on the phone with a Apple Rep the other day about a computer problem. The problem surfaced a few months ago and after hours of searching the internet for a solution, I reluctantly, called Techie Headquarters, convinced that I'd be spending another few hours waiting on hold to talk to someone. Rather, within seconds, I spoke with Joelle.

Here's how the conversation went:

Joelle: "Hello. How can I help you today?"

Me: "Yes, I think I need to a buy a new computer because I need more RAM because....blah, blah, blah...."

Joelle: "Well, let me take your name, phone number, just in-case we get disconnected, and serial number on your computer." Okay. Now, bear with me as I check a few things."

Joelle puts me on hold briefly to the sounds of some really funky new alternative hits. I groove and wait. A few minutes later she's back.

Me: "Okay, what did you find out?"

Joelle: "Well, the unfortunate news is your current computer can not handle more RAM however that doesn't seem to be the problem. Rather than go out and buy a new computer with more RAM, how about I suggest you bring your current computer in for our tech guys to check? They can make sure the optical drive is working the way it's suppose to work."

Me: "My optical drive might be the culprit not the need for more RAM?" I ask.

Joelle: "Yes, that's correct. And, based on your warranty, you still have 45 days. You'll be without your computer for 7 days but it won't cost you a dime because you still have a warranty."

Me: "Really? Your telling me NOT to upgrade to a new computer just yet?"

Joelle: "Yes, that's right. Everyone knows that these are tough economic times right now and we all know how few of us have the money to drop on an expensive new machine."

---Yes, Joelle really did say this!-----

Me: "May I have your bosses email address so I can tell him to give you a raise, Joelle?"

Joelle laughs.

Does it really take a recession to bond us as a nation to give such wonderful customer care service? Maybe, just maybe... Now, if only Hawaii could do the same at car rental counters as well as in hotels!

Thank you Apple.